Abstract
The hotels have become second home for leisure travelers and second office for business travelers. With rising acts of terrorism on board, the tourists and travelers have become skeptical about security issues within the hotel premises and often safety quotient of the property. The current issue looks into the safety-security issues haunting the thought process of guests and the modern options and approach that hotels have to gain the confidence of their guests. This study was carried out to examine the role of front office in the management of customers expectation in Grandus hotel, Aba, Abia state. The hotels have become second home for leisure travelers and second office for business travelers. With rising acts of terrorism on board, the tourists and travelers have become skeptical about security issues within the hotel premises and often safety quotient of the property. The current issue looks into the safety-security issues haunting the thought process of guests and the modern options and approach that hotels have to gain the confidence of their guests.
CHAPTER ONE
INTRODUCTION
1.1 Background of the study
The front office has traditionally been thought of as a check-in, check-out point by the guest. Secondly it is seen as a source of infinite information, and third, a problem-solving center. Working as a front line manager, situations developed which created a definite ‘gap’ between management’s expectations when defining the role of the front office personnel and how the front office employees perceived these expectations as they were related to their guest service responsibilities. Management credit policy was a necessity in certain circumstances, the awkwardness of many situations could have been avoided by simply allowing the front office agent to assume some of the responsibility. By using his or her own judgment and utilizing management only when they felt uncomfortable, a friendly, compatible first impression would have been the result. Customer expectationsare beliefs about service delivery that serve as standards or reference points against which performance is judged. Because customers compare their perceptions of performance with these reference points when evaluating service quality, thorough knowledge about customer expectations is critical to services marketers. Knowing what the customer expects is the first and possibly most critical step in delivering good quality service. Being wrong
